Method and System for Implementing Customer 360 Degree User Interface Platform for Displaying Aggregated Information Associated with Customer

Abstract

Novel tools and techniques are provided for implementing customer 360° user interface platform for displaying aggregated information associated with each of a plurality of customers. In various embodiments, a computing system might receive, from a first data source, a first set of information associated with a customer of a service provider that includes data associated with service provided to the customer; might receive, from a second data source different from the first data source, a second set of information associated with the customer; might analyze the first and second sets of information to optimize organization of data associated with the customer. Based on the analysis, the computing system might generate a user interface for displaying the customer-associated data to a service provider representative to provide the representative with a robust and holistic view of the customer and the customer's service requirements for enabling provisioning of enhanced service to the customer.

What is claimed is: 
     
         1 . A method, comprising:
 receiving, with a computing system and from a first data source, a first set of information associated with a customer of a service provider, the first set of information including a plurality of data that is associated with service provided to the customer by the service provider;   receiving, with the computing system and from a second data source that is different from the first data source, a second set of information associated with the customer;   analyzing, with the computing system, the first set of information and the second set of information to optimize organization of data associated with the customer;   based on the analysis, generating, with the computing system, a user interface (“UI”) for displaying the data associated with the customer to a representative of the service provider to provide the representative with a robust and holistic view of the customer and service requirements of the customer for enabling the representative to provide enhanced service to the customer; and   displaying, with the computing system and on a display screen, the UI to the representative.   
     
     
         2 . The method of  claim 1 , wherein the first set of information comprises at least one of account information for the customer that is associated with the service provided by the service provider, billing information for the customer that is associated with the service provided by the service provider, product information for each product that is used by the customer and that is associated with the service provided by the service provider, order information for the customer that is associated with products and services ordered by the customer for the service provided by the service provider, communications information for any interactions between the customer and representatives of the service provider, service information for services provided by the service provider that are used by the customer, usage information for usage of products and services provided by the service provider that are used by the customer, information regarding any incidents encountered by the customer when using the products and services provided by the service provider, information regarding any issues encountered by the customer when using the products and services provided by the service provider, information regarding network assets that are utilized to enable the customer to use the products and services provided by the service provider, information regarding leads that the service provider can utilize to initiate communications with the customer to encourage the customer to order new products or services, information regarding leads that the service provider can utilize to initiate communications with one or more potential new customers who are known by the customer to encourage the one or more potential customers to order new products or services, information regarding opportunities that the service provider can take advantage of to encourage the customer to order new products or services, or information regarding opportunities that the service provider can take advantage of to encourage the one or more potential new customers to order new products or services. 
     
     
         3 . The method of  claim 1 , wherein the first set of information includes all data that is associated with service provided to the customer by the service provider. 
     
     
         4 . The method of  claim 1 , wherein the second set of information includes data that is associated with the customer but is not associated with the service provided by the service provider. 
     
     
         5 . The method of  claim 4 , wherein the second set of information comprises at least one of information regarding feedback or likes posted online by the customer associated with products and services used by the customer that are not associated with the service provider, information regarding brands of products and services that are used by the customer and that are not associated with the service provider, information regarding analytics of online and offline interactions of the customer with service providers and retailers that are performed by third party analysis systems, information regarding social media presence or postings of the customer, or information regarding news articles read by the customer. 
     
     
         6 . The method of  claim 1 , further comprising:
 generating, with the computing system, insights data associated with the customer based on the analysis of the first set of information and the second set of information;   wherein the generated insights data associated with the customer comprises at least one of a service health score indicative of health of the service provided to the customer by the service provider, a satisfaction score indicative of the customer's satisfaction with the service provided to the customer by the service provider, an experience index indicative of the customer's known experience with the service provided to the customer by the service provider, a lifetime value index indicative of an estimate of a probability that the customer will continue using or ordering services offered by the service provider over a lifetime of the customer, information regarding predicted delays between issues with the service provided by the service provider and encountered by the customer and resolution of the issues by the service provider, information indicative of a propensity of the customer to order new products or services from the service provider, or information indicative of a probability that the customer will present a churn risk to the service provider.   
     
     
         7 . The method of  claim 1 , wherein at least one of receiving the first set of information from the first data source or receiving the second set of information from the second data source comprises receiving real-time data feeds of information associated with the customer, wherein analyzing the first set of information and the second set of information comprises continuously analyzing the received real-time data feeds and any non-real-time data feeds to optimize the organization of data associated with the customer, wherein the method further comprises:
 updating, with the computing system, the generated UI based on the continuously analyzed real-time data feeds and any non-real-time data feeds to provide the representative with a continuously updated robust and holistic view of the customer and service requirements of the customer for enabling the representative to provide enhanced service to the customer.   
     
     
         8 . The method of  claim 1 , wherein analyzing the first set of information and the second set of information to optimize organization of data associated with the customer comprises removing duplicative information associated with the customer and consolidating records associated with the customer. 
     
     
         9 . The method of  claim 1 , wherein analyzing the first set of information and the second set of information comprises performing at least one of:
 linking, with the computing system, the customer to an account with the service provider;   linking, with the computing system, the account with all orders for services and products from the service provider that are ordered or used by the customer;   linking, with the computing system, all products associated with the service provider that are used by the customer to the account;   linking, with the computing system, the account to bills for services provided by the service provider to the customer and to payments made by the customer to the service provider;   linking, with the computing system, two or more notifications sent to the customer or related to service provided to the customer by the service provider;   linking, with the computing system, service tickets to services or products used by the customer as part of the service provided by the service provider;   linking, with the computing system, two or more digital dialog preferences of the customer;   linking, with the computing system, a modem or gateway device of the customer to the account and to products used by the customer as part of the service provided by the service provider;   linking, with the computing system, the modem or gateway device of the customer to a preceding time period of usage data; or   linking, with the computing system, the account to billing information and a shipping address of the customer.   
     
     
         10 . The method of  claim 1 , further comprising:
 generating at least one of advertisements or customer experience that is tailored to the customer based on the information displayed in the robust and holistic view of the customer in the generated UI.   
     
     
         11 . The method of  claim 1 , wherein the generated UI is a graphical representation of groupings of related information associated with the customer and sets of unrelated information associated with the customer. 
     
     
         12 . The method of  claim 1 , wherein the generated UI is a tabular representation of sub-panels or sub-windows representing groupings of related information associated with the customer and sets of unrelated information associated with the customer. 
     
     
         13 . An apparatus, comprising:
 at least one processor; and   a non-transitory computer readable medium communicatively coupled to the at least one processor, the non-transitory computer readable medium having stored thereon computer software comprising a set of instructions that, when executed by the at least one processor, causes the apparatus to:
 receive, from a first data source, a first set of information associated with a customer of a service provider, the first set of information including a plurality of data that is associated with service provided to the customer by the service provider; 
 receive, from a second data source that is different from the first data source, a second set of information associated with the customer; 
 analyze the first set of information and the second set of information to optimize organization of data associated with the customer; 
 based on the analysis, generate a user interface (“UI”) for displaying the data associated with the customer to a representative of the service provider to provide the representative with a robust and holistic view of the customer and service requirements of the customer for enabling the representative to provide enhanced service to the customer; and 
 display, on a display screen, the UI to the representative. 
   
     
     
         14 . The apparatus of  claim 13 , wherein the apparatus comprises one of a server computer over a network, a cloud-based computing system over a network, or a distributed computing system. 
     
     
         15 . The apparatus of  claim 13 , wherein the set of instructions, when executed by the at least one processor, further causes the apparatus to:
 generate insights data associated with the customer based on the analysis of the first set of information and the second set of information;   wherein the generated insights data associated with the customer comprises at least one of a service health score indicative of health of the service provided to the customer by the service provider, a satisfaction score indicative of the customer's satisfaction with the service provided to the customer by the service provider, an experience index indicative of the customer's known experience with the service provided to the customer by the service provider, a lifetime value index indicative of an estimate of a probability that the customer will continue using or ordering services offered by the service provider over a lifetime of the customer, information regarding predicted delays between issues with the service provided by the service provider and encountered by the customer and resolution of the issues by the service provider, information indicative of a propensity of the customer to order new products or services from the service provider, or information indicative of a probability that the customer will present a churn risk to the service provider.   
     
     
         16 . The apparatus of  claim 13 , wherein analyzing the first set of information and the second set of information to optimize organization of data associated with the customer comprises removing duplicative information associated with the customer and consolidating records associated with the customer. 
     
     
         17 . The apparatus of  claim 13 , wherein analyzing the first set of information and the second set of information comprises performing at least one of:
 linking the customer to an account with the service provider;   linking the account with all orders for services and products from the service provider that are ordered or used by the customer;   linking all products associated with the service provider that are used by the customer to the account;   linking the account to bills for services provided by the service provider to the customer and to payments made by the customer to the service provider;   linking two or more notifications sent to the customer or related to service provided to the customer by the service provider;   linking service tickets to services or products used by the customer as part of the service provided by the service provider;   linking two or more digital dialog preferences of the customer;   linking a modem or gateway device of the customer to the account and to products used by the customer as part of the service provided by the service provider;   linking the modem or gateway device of the customer to a preceding time period of usage data; or   linking the account to billing information and a shipping address of the customer.   
     
     
         18 . The apparatus of  claim 13 , wherein the set of instructions, when executed by the at least one processor, further causes the apparatus to:
 generate at least one of advertisements or customer experience that is tailored to the customer based on the information displayed in the robust and holistic view of the customer in the generated UI.   
     
     
         19 . A system, comprising:
 a computing system, comprising:
 at least one processor; and 
 a non-transitory computer readable medium communicatively coupled to the at least one processor, the non-transitory computer readable medium having stored thereon computer software comprising a set of instructions that, when executed by the at least one processor, causes the computing system to:
 receive, from a first data source, a first set of information associated with a customer of a service provider, the first set of information including a plurality of data that is associated with service provided to the customer by the service provider; 
 receive, from a second data source that is different from the first data source, a second set of information associated with the customer; 
 analyze the first set of information and the second set of information to optimize organization of data associated with the customer; 
 based on the analysis, generate a user interface (“UI”) for displaying the data associated with the customer to a representative of the service provider to provide the representative with a robust and holistic view of the customer and service requirements of the customer for enabling the representative to provide enhanced service to the customer; and 
 display, on a display screen, the UI to the representative. 
 
   
     
     
         20 . The system of  claim 19 , wherein the computing system comprises one of a server computer over a network, a cloud-based computing system over a network, or a distributed computing system.